ABRA Auto Body & Glass

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Glass Call Center Manager

Glass Call Center Manager

Work Address 
7225 Northland Drive
Requisition ID 
2017-6938
Work Location 
US-MN-Brooklyn Park

More information about this job

Overview

The Call Center Manager position will be responsible for directing and supervising the workload and performance of call center team members. Oversees the day to day call center operations and is responsible for ensuring policies and procedures are followed.

Responsibilities

  • Develop a team of direct reports which includes providing daily feedback on key KPI metrics, ongoing training, coaching and mentoring, and annual performance reviews.
  • Identify opportunities for process improvements within current processes and future growth initiatives
  • Resource management/forecasting to maximize utilization and control costs within direct reporting groups
  • Identify opportunities for increasing capture rates, improved efficiencies, process improvements, and improved CSI while eliminating waste
  • Member of integration team for new markets
  • Escalation point for customer service calls and emails
  • Performs other duties as required

Qualifications

 

  • Must have previous call center operations experience
  • Excellent written and verbal communication skills and customer service skills
  • Must possess the ability to handle escalated customer calls
  • Strong problem solving skills
  • Ability to manage multiple projects in a fast-paced work environment
  • Excellent time management 

     Physical Requirements / Working Conditions

                     Must be able to talk and hear and communicate with internal and external customers

                     Must have manual dexterity to operate office equiptment, e.g. computer, phone, etc